Value Proposition for Education Institutions:
- Manage more locations with limited IT staff
- Make your IT staff more effective while spending less
- Enable IT to detect issues before teachers/students do
- Reduce the number of user opened incidents
- Reduce time to resolution
- Reduce the number of management tools
Education institutions today, more than ever before are in constant transformation. Most of the key tools enabling the educational process, content acquisition and deliver, lesson planning, testing and certification, grades and artifacts management are now Cloud based. This evolution highlights how critical IT infrastructures, wired and wireless are to the educational process. Education institutions will have to keep up with technology evolution and adapt to new management models dealing with this distributed service models.
School/College/University IT Challenges
- We have limited IT resources covering a broad area, many technologies and many users
- It is difficult to address issues since users are not familiar with IT
- Addressing Cloud based services issues is difficult due to finger pointing between various providers
- Teachers/Instructors/educators/professors are very vocal in highlighting issues they experience
- We are in constant technology adoption mode, have no time to operationalize it
- We need to better understand what our teachers and students think about our services and become proactive in addressing their issues
Even enterprises are having issues managing their own infrastructures: 52% of medium large enterprises use 16 Network Management Tools or more yet over 40% of the incidents reported by users go unnoticed by IT while IT staff spends 37% of their time troubleshooting issues. These numbers are even worst in schools, colleges, Universities due to a shortage of staff and resources.
School IT Must Change its Perspective on Operations
Educators and students demand access to more technologies and services while expecting utilities level availability. These users compare the offering on school premise with their experience with other commercial services and good, consistent quality of service is table stakes. There are no laurels for good operations yet definite shaming for major outages, whether they are in the purview of IT or not. IT service acquisition, technology deployments and operations need to become more efficient. The only way to drive this continued improvement is to change perspectives:
- From technologies to processes
- From no service data to user experience oriented data
- From continuously putting out fires to being proactive
- From busy work to automation
All these changes must happen around a unifying concept: Service Orientation.
Because you provide services that are critical to your teachers and students, measuring the quality of the services you deliver based on User Experience helps sharpen your operational model. User experience centric management is not just a technology discussion. It is a dramatic change in perspective from today’s silo approach. This change in perspective and priorities can be achieved with minimal technology investment and with purposeful operational integration. ITsonar from Nephos6 increases your real-time service intelligence 24X7 using a sophisticated and tiered network effects, it enables a small IT staff to manage Cloud services effectively. It’s built from ground up to focus you and your processes on what really matters: User Experience.
Administrators of educational institutions appreciate ITsonar’s ability to keep them; 1) informed about the quality of services delivered (SLAs), 2) proactive in identifying issues and reducing the support costs, 3) reducing downtime through faster fault domain isolation. Your schools and technical teams avoid the finger-pointing that comes when no one knows what happens to a service, particularly for SaaS delivered services. These are the financial and emotional distractions IT operations teams cannot afford in a competitive environment. Keeping up is hard enough, and an automated solution is a welcome addition when it helps the teachers and students have a great educational experience. ITsonar integration with leading ITSMs brings ITOM automation closer to reality.
When you contact us, we listen to your unique story, learn about your schools profiles, your technologies and process profile. We can then work with you to understand how we can help you achieve the benefits of simplified IT operations.
Cloud-y Applications Driving Change in School IT
We live in the cloud enabled World, application economy, the digital economy, and the customer experience economy – all at once. Cloud applications are becoming the foundation of the educational process. Whether you are ready or not, cloud adoption accelerates IT transformation. It’s troubling however that so many enterprises have been forced to operate with an unclear and uneven view of service performance. We have heard everything from the blame game of why a service failed to unsettling stories of bad application choices.
If you were an air traffic controller, would you like a confused view of your airplanes? If you worked at Amazon, would you like a limited view of your inventory? Of course not since flight path intelligence sits at the heart of what air traffic controllers do and inventory intelligence is the lifeblood of Amazon. Services exist at the core of your school operation, you cannot afford a cloudy view of services.
Schools and Cloud-Based Services
The percentage of Cloud-based applications in the service portfolio of educational institutions is rapidly growing. Schools will soon experience, often in a very unpleasant way the problem of cloudy services. Many third-party organizations are involved in the end-to-end delivery of these services but usually, regardless of who purchased the service, the IT organization is the target of end user ire when things break. Not knowing when things go wrong, not knowing quickly who is at fault and not having the forensic data can mean productivity loss, lost reputation and loss of trust.
You probably already know that your world is only going to get more complicated. More applications, more devices, and demanding users add up to a need for intelligent, integrated yet simple management tools. An IT organization needs to operate with service transparency to manage risk at the business level. A solution like ITsonar is simple to implement, works with platforms such as ServiceNow, and is affordable.
Schools Need to Transform IT
School Challenges without ITsonar
With ITsonar, Schools can now…
We have no benchmarks for our services throughout the footprint of the schools
Determine the performance of a service before you purchase it
We collect a lot of data yet we are not good at identifying issues before the users do
Understand the behavior of services from user’s perspective, see what he sees
The team spends a lot of time troubleshooting problems instead of transformational projects
Through automated baselining, monitoring and triage we jump to the core of the problem
We get caught in the blame game due to lack of problem origination intelligence
We have immediate visibility into the fault domain and engage the right team or partner
It is difficult to show the value delivered the IT organization, leadership does not care about number of incidents and bandwidth
We track only two key metrics: User Experience and User Satisfaction. They translate directly into effectiveness of educational process
The greater risk for the IT organization is to do nothing. By looking at the aforementioned benefits, you can see how User Experience centric data and automation is a must-have to staying competitive. You’re probably wondering how we do this. Just contact us and we’ll be happy to explain the non-intrusive and tiered technology we use and how it would work in your environment.
When you contact us, we listen to your unique story, learn about your business model and your technology and process profile. We can then work with you to understand how we can help you achieve the benefits of simplified IT operations.
User Experience Drives the Credibility and Effectiveness of IT
When your teachers and students are happy, everything improves. You will see the trust in IT increase and conversation shift from break-fix to IT being the team player that enables the educational process. The stakeholders will no longer be angrily complaining, they will become your advocates. The opposite is true. When you cannot identify problem origination in a service, delays are created and the UX suffers. Also, with the automated monitoring and triage capability, the limited IT staff can remain focused on higher value activities.
By using ITsonar, you will be able to simulate the user experience long before the application is put into operation. In other words, almost all risk is removed from software deployment prior to the actual User Experience.
UX value using ITsonar:
- UX data and proactive monitoring enables you to optimize network management and service management processes for both agility and quality
- UX data provides business-relevant guidance on service purchasing, service performance, and technology enablement
- UX monitoring is the key metric to successfully manage cloud-based services and their delivery over the existing network infrastructure
- UX’s improvements can be measured and presented in the board room by your CIO